Qatar Nightmairways
I'm a sleeping member of QL but today something happened to my family what I can never forget.
This is a copy of my complaint email (because this is the only way you can complaint for a 5 star company) that I sent today to qatar airways
- might be already deleted from their inbox:
In march I bought tickets to my wife and my daughter at qatar airways main branch close to the airport, to travel back to Budapest because both of them needed some medical treatments. When we booked the ticket we informed the QA staff that there will be an infant (5 months old) travelling, and that we needed a bassinet seat, she said ok, arranged.
The day before (19. 04. 2013) the travel date I wanted to do online check in, but the seat what we had in the system was in row 16, no bassinet seat, then I decided to not confirm it because the next morning QA would say, ”why are you complaining if you confirmed that seat earlier”.
So we arrived to the airport 2 hours prior to take off and went to the check in counter. The guy behind the counter didn’t tell us that there were no available seats on the plane just sent two (from 3) of our bags on the belt and kept us waiting. Then a supervisor showed up and told us to wait. My little daughter just pooped in her nappy so my wife wanted to change it but the only suitable place for this was on the other side of passport control inside duty free zone. No chance.
The supervisor disappeared and came back after 20 minutes telling us to keep on waiting but no other informations. Then he put our 2 bags already sent in on stand by and disappeared again. I started to walk around the area and I saw him behind a counter so I went there otherwise we could just wait there for hours, very helpful staff? No chance.
Then finally, when boarding already started we got the tickets our last bag was sent in as well and right after we left the counter the same supervisor came to us and ask my wife to hurry up, so I couldn’t even say goodbye to them. No chance.
Then they got through passport control and arrived to the boarding gate which was closed and announced the next flight (bus…) departing. Staff at the gate was insisting that the plane was waiting for them. Then a lot of phone calls happened and the plane took off without my family, my wife and a 5 months old INFANT!!! Duty manager arrived to the scene and tried to calm my wife down saying that there is a solution. But anybody saying sorry? No chance.
My wife who needs to take medicines for her aviophobia, first time travelling with a 5 months old infant, was about to collapse. Then duty manager offered another ticket to Vienna and when my wife told her that this was not her destination she said that they could fly from Vienna to Budapest with another ticket. With a phobia and infant another take off and landing? No chance.
After 2 extra hours at the airport and another one in the air they arrived to Vienna, but no sign of lugagge. Probably it went to Budapest or who knows. Now instead of driving back home my wife with a 5 month old infant who needs to be breastfeeded every 3 hours need to take an exta trip to Budapest Airport which is 2 hours extra again (not counting the way back from Vienna) and then maybe take some days rest at home.
Thanks for this unforgettable experience qatar airways or for us better say qatar nightmareways…
We sincerely apologize for the inconvenience caused arising out of this situation. We noted that out staff at Doha Airport offered Mrs. Katalin the amount of USD 250 in the form of Refundable Electronic Miscellaneous Document (EMD). The EMD is valid for a period of one year from the date of issue. The EMD can be used for various Qatar Airways services or can be converted to a cash payment which can be arranged via the office which you would like to liaise with.
Attached you will find a copy of the EMD for your kind information.
We appreciate the time you have taken to write to us and continue to look forward to another opportunity of welcoming you on our services in the near future."
to make the best alternative travel arrangements for any affected passenger, with the aim of allowing them to reach their final destination at the earliest opportunity.
Our records indicate that Mrs. Katalin was rebooked to travel on flight QR095 / 20 April 2013.
We are further concerned to learn of your comments relating to our airport services team in Doha. We have highlighted your feedback to the concerned for their review and perusal, assuring you that any necessary steps will be taken to continue further improving our services, particularly when handling such situations.
....
This is the email that I got from QA. Not even a single word about my daughter or my wife travelling with an infant, so it makes me think that for Qatar Airways an infant equals to a hand luggage or a duty free plastic bag... Bravo, 5 star!
"Thank you for your email dated 20 April 2013.
We are sorry to learn that we were unable to accommodate Mrs. Katalin on flight QR947 / 20 April 2013, and of any resulting inconvenience which may have been caused.
Whilst we endeavour to ensure that all passengers are accepted on their booked and ticketed flights, in the unlikely event where we are unable to do so, we assure our valued customers that our staff will extend every effort ....
sorry,
this is mentality refer to the nationality of staffs.
Service? Disservice is more like it! Their staff are rude to the point of being abusive and less say the better of their management.. We have long since vowed never to use this self proclaimed 5 star airline ever again!
Best of luck in your fight for justice and hope you somehow get some compensation.
your wife accept the solution from them very easily else if they find themselves wrong they offer bundles of things to calm you down and to stop you to complain.. why dont your wife ask them for business class or something else. I wish something they do to me i will teach them a lesson..
Sounds like standard Qatari Airways organisation to me. Five star airline? Joke. Always some drama with them. I did like the Sponge Bob lunch boxes though.
In shaa Allah QA will reply to you.
Keep us posted if there is...
And they claim they are the #1 airline!
Hasan, I booked our ticket in a QA branch not online and I was told that the bassinet seat is ok for them. Later when I tried to check in online I realized that it was not a bassinet seat and believe me, I never let them fly alone with qatar crapways but we thought that this could never happen in a 5(?!) star airline...
Your wife has avio-phobia and taking medicines? and she is travelling alone with a 5 month old child?? Not a good idea!
You can never book bassinet seat on-line. The are always blocked for passengers with babies (like you). You should book your seat on the phone.
Next time go to the airport 3 hours before departure and fly with your wife. Do not let her fly alone...
...good you have a written complaint to them...
....would be interesting to note their response or if they respond.
This is why I always fly with Etihad or Emirates. Had way too many problems with QA.
Get hold of that supervisor who caused the delay in the first place & yell at him, cuss at him and insult him. This 'over smart' QA ground staff needs to be taught a lesson. Don't worry there is no rule about getting mad at someone who does not perform his duties well.
Every time I travel somewhere. After looking at my ticket, they ask me, 'Where are you travelling to?' And my reply to them 'I don't know, wherever the ticket takes me'....Are they retarded?
expect amazing
Very sad...avoid travelling with QA
Unfortunately, no matter little I expect, Qatar Airways has always managed to disappoint me. I've reduced my expectations now to 0 and am starting to wonder how much lower they can go.